Westbury Medical Centre

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.

At our last assessment, we rated this key question as good. At this assessment, the rating has changed to requires improvement.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity.

Arrangements were in place to promote patients’ privacy. National GP Patient Survey data reflected people felt they were treated with kindness. For example, 91% of people who responded stated the healthcare professional treating them with care and concern during their last appointment, which was above the national average of 86%. In addition, 87% of respondents responded positively to the overall experience of their GP practice, above the national average of 75%.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients’ personal, cultural, social, religious and equality characteristics needs were understood. Patient communication needs were met to enable them to be involved in their care. The lead GP shared an example of how they had supported a patient with a learning disability during their consultation to ensure they obtained the necessary treatment.

The National GP patient survey results found 98% of people who responded to the survey had confidence and trust in the healthcare professional they saw or spoke to during their last appointment, which was above the national average of 93%.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff helped patients and their carers to access advocacy and community-based services.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that ensured people with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support.

The National GP Patient Survey results found 93% of people who responded to the survey stated they felt listened to by the healthcare professional during their last appointment, above the national average of 87%.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and regular breaks. Staff reported being supported if they were struggling at work.